Evaluating your capabilities as they relate to direct and indirect customer interaction.
To know where you should go from a customer experience perspective, you first must understand your current state. An important first step is taking an objective snapshot of your capabilities as they relate to direct and indirect customer interaction. These are some key considerations: culture, process, environment, and web capabilities. From this current state assessment you will be able to ascertain the key themes and opportunities for short-, medium-, and long-term improvement.